General Session / Tuesday / September 12, 2023 / 3:15 PM

The Frictionless Customer Journey: Fantasy or Facts?

Although companies have been racing to ditch all-things friction, some brands are realizing that giving customers a little more time during their shopping journey is exactly what they crave. The key, however, is to cut friction when necessary to avoid lost sales but to also use it to create a higher sense of value or reduce return rates.


Lovell Holloway | General Manager | Kansas City International Airport
Dan Morton | VP, Guest Experience | Hilton
Dan Morton is VP, Guest Experience, at Hilton, where he's responsible for guest-facing technologies like Digital Key, Connected Room, Messaging, Chatbots, and Payments for Hilton's many brands worldwide. Previously, Dan led Product and Partnerships for Bose, a class-leading consumer audio company. He has also worked as a co-founder at consumer technology startups, an Assistant Professor at Berklee College of Music, an engineer, and a composer. He holds an MS from the University of Illinois at Urbana-Champaign and a BS from Texas A&M.
Tommy Terrell | Creative Project Manager | Taziki’s Mediterranean Café
Tommy Terrell serves as Creative Project Manager for Taziki’s Mediterranean Café. Tommy joined Taziki’s in 2013 and has been instrumental in Taziki’s brand growth to over 100 stores in 17 states. Prior to his role with Taziki’s, Tommy was a director of marketing in the dental industry. He is directly involved with strategy and development for the marketing team at Taziki’s, where they are primed for aggressive growth in 2024 and beyond.

Cherryh Cansler | VP of Events | Networld Media Group
Before joining Networld Media Group as Vice President of Events, Cherryh Cansler spent several years as VP of Editorial managing the Networld’s nine B2B publications. Throughout her 20-year career as a journalist, she’s written about a variety of topics, ranging from the restaurant industry and technology to health and fitness news. Her byline has appeared in a plethora of newspapers, magazines and websites, including Forbes, The Kansas City Star and American Fitness magazine. She also serves as the managing editor for